Our Services

We provide a
FULL SERVICE

From the development and implementation of strategy, to campaign ideation and execution to content creation, community management, social media analytics and social media crisis management, our team of passionate and dedicated professionals will guide you through every step of your Social Media journey.

Strategy

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    The Social Brand Audit consists of a sequence of steps to acquire and analyse the correct informatio ...

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    Pioneered by Bain and Company, NPS © (Net Promoter Score) is the metric that most strongly correlat ...

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    There is a conversation going on in the market 24 hours a day about your brand, triggered by the exp ...

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    Content can be text, images and videos. Content can be functionality. Content can be on brand, on ca ...

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    The foray into social media for a brand doesn’t only involve managing your points of presence in S ...

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Your fans & followers represent a hard won asset; Social Media presents a huge opportunity; the challenge companies face is to develop the right strategy that will ensure your company gets the best return on the asset and makes the best use of the opportunity.

Vocanic’s Social Strategy team will work with you to identify key business issues and opportunities that can be addressed through social media – starting with traditional marketing objectives such as :

- Creating brand awareness
- Increasing affinity
- Driving conversation and recommendation
- Changing perceptions, re-engaging with a youth audience
- Social Media Crisis Planning

In addition, Social Media can be used for other business initiatives such as
- Reducing the cost of your customer services (Social Customer Service),
- Extending your Customer Relationship Management (Social CRM),
- Building or extending your customer loyalty (Social Customer Loyalty,
- Getting more from your CSR,
- Employer branding and talent recruitment.

As well as developing the correct strategy for your business to use Social Media, we will address topics such as
- Internal Culture
- Assets and resources availability
- Business Processes
- Education and Training

In short, we can answer the question of how does my business get a measurable business benefit from Social Media, and how do we actually implement it. We have a proprietary methodology for this process – the Social Brand Audit.

Social Brand Audit

Social-Brand-AuditThe Social Brand Audit consists of a sequence of steps to acquire and analyse the correct information to develop the correct strategy and implementation for your company to participate successfully in Social Media.

The key steps in a Social Brand Audit involve:
-          Stakeholder Interviews/Workshops
-          Advocacy-assessment (Quantitative)
-          Consumer’s View of the brand (Qualitative)
-          Content and Competitor Analysis

Using this information we then develop a comprehensive strategy and implementation program.

Key Stakeholder Interviews
Since Social Media impacts and can benefit all aspects of business we conduct a sequence of Stakeholder Interviews covering business functions such as
-          Product Innovation and Development
-          Marketing and Communications
-          Sales, Retail and Distribution
-          Customer Support / After Sales Service
-          Research and Insight
-          HR
-          Finance
-          Operations
-          Legal
-          etc

During this process we look for
-          Key Business Challenges & Opportunities for each function
-          Internal and interdepartmental business processes
-          Assets and resources
-          Culture
-          Skill/knowledge levels around Social Media

The result of this process is a deep understanding of the business, the challenges and opportunities it faces, the resources available and internal business processes.

We overlay this with our knowledge of how Social Media can be used to address these challenge and opportunities, what resources will be needed and how business processes need to be adapted to allow the business to operate in the fast paced world of Social Media where opportunities and crisis can appear and need response in hours rather than in days.

Advocacy Assessment

Advocacy-assesmentPioneered by Bain and Company, NPS © (Net Promoter Score) is the metric that most strongly correlates to success for brands. It measures your company’s performance in earning recommendation from your customers. Bain & Co show conclusively that brands with high NPS© scores outperform their rivals in the market in terms of growth & profitability.  It is a strong predictive indicator of ROI.

As part of the Social Brand Audit, Vocanic will determine your business’ NPS© to both establish a quantitative pre-program baseline benchmark for your brand, and to understand your business’ current position in the market amongst your competitor set.

Consumer’s View of the Brand

ConsumerGÇÖs-View-of-the-BrandThere is a conversation going on in the market 24 hours a day about your brand, triggered by the experiences that your company creates for its consumers. Unvarnished, spontaneous and unprompted, this conversation represents a valuable resource to be analysed to deliver a qualitative description of the brand from the consumers’ viewpoint.

We use the latest tools and technology to find, mine and analyse this information to support the development and implementation of our strategy.

Content and Competitor Analysis

competitor-anaylsisContent can be text, images and videos. Content can be functionality. Content can be on brand, on category, or off it.

Content can promote brand objectives, educate, entertain and inform. Content can be clustered into engagement pillars which are relevant for your brand. Content can be curated. Custom content can be created.

Vocanic will review your current content strategy and that of your competitor set.

Then, using our understanding of global best practices and continual feedback from insights and analytics, our dedicated team of content strategists will map out the optimal content strategy to allow you to balance between brand objectives and fan engagement.

Internal Change Management & Education

Content-and-Competitor-AnalysisThe foray into social media for a brand doesn’t only involve managing your points of presence in Social Media, ie Facebook pages, Twitter, LinkedIn, Instagram, Pinterest etc.

To be poised to really take advantage of “going social”, Vocanic conducts training workshops for your company to up-skill your people of social media and its impact on businesses. Familiarisation and educational courses by Vocanic can also help your firm put in place new SOPs that allow you to be agile enough for the fast-paced world of social media.

For C-suite level management, these training sessions will be tailored to help them understand the strategic impact and opportunities (and threats) that come with Social Media.

For middle management executives, we train them how to run a department that participates successfully on social media.

Vocanic will also assist in developing a social media policy and guidelines handbook for your company’s staff to protect your business and set out what is acceptable for them to do on social media.

Technology

  • The state-of-the-art partnership will allow customers to combine the prowess of VSocial and 20/Twent ...

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    Having designed, built and deployed many 100s of online activations we have the design know how and ...

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    VSOCIAL – The Enterprise Social Media Control Centre Vocanic’s proprietary VSOCIAL is an ent ...

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    With the increasing movement to real time marketing, real time information display is becoming more ...

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    Either through a traditional CRM system or through a Loyalty system, many brands have transactional ...

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    Vocanic’s Single Social Sign On is a technology layer that allows a brand’s web presence (eg web ...

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    Offline Fan Recognition solves the problem of connecting the people your brand interacts with online ...

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    Social Media is the ideal venue for running the promotion and invitation of participants to an event ...

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    Crowdsourcing is an important opportunity for brands today; co-creating with your consumers is a pow ...

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  • Need to quickly and cost effectively get insight on a specific topic, the VOC Survey platform allows ...

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We build socially connected applications that run across mobile, tablets and laptops allowing brands to interact and provide business functions in Social. Some are custom built to meet specific needs, others use our proprietary platforms that provide solutions to often needed functionality. Built to enterprise strength & hosted on Amazon, our applications provide scalability, reliability and security needed to deliver the best user experience for our clients’ fans and followers.

CIRCUS SOCIAL AND VOCANIC INTEGRATE PLATFORMS TO TAKE DIGITAL INTELLIGENCE & SOCIAL CARE TO NEW HEIGHTS

The state-of-the-art partnership will allow customers to combine the prowess of VSocial and 20/Twenty all on one dashboard

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Singapore, 2016-Oct-04 — Circus Social, a leading social data analytics company in Asia, announced today a groundbreaking product integration with Vocanic, Asia’s largest full service social media marketing agency offering customers a full suite of social media management capabilities.

This collaboration allows clients to enjoy the best of Circus Social’s 20/Twenty, a next-generation social intelligence platform, and Vocanic’s VSocial, an enterprise social media marketing suite, all under one roof and on either of platforms.

Customers of both platforms now have the chance to listen to and analyse powerful social and news data through 20/Twenty, and use VSocial’s superior publishing features to publish and manage their social presence.

“We are excited about the opportunities this integration will present to clients,” Shreeniwas Iyer, CEO at Vocanic, said. “This enables clients to enjoy a platform that goes across the social spectrum, including listening, proactivity, publishing, engagement and Social CRM. Circus Social has a wonderful product that greatly compliments the capabilities of VSocial. We are delighted about the prospect of accessing new markets and prospective clients through this partnership with Circus Social.”

Ram Bhamidi, CEO at Circus Social, added: “This partnership is unique because it leverages on the social intelligence and data analytics capabilities of Circus Social as well as the publishing and collaboration features of VSocial. This means we now have joint big data capabilities to create really compelling offers for customers of both companies.”

Some of the innovative new features include a full social CRM capability that allows brands to search for and track their customers in real-time through ‘Listen in Social & Key Opinion Leaders’, store details and interaction histories in the Data Warehouse, and schedule content optimized for them through learnings from the Social & Behavioural Profile Insights tool.

About Circus Social Pte. Ltd

Circus Social is a social data analytics company that specializes in digital & social intelligence and analytics platforms. With offices in Singapore and Bangalore, India, Circus Social offers a full suite of social analytics services, including but not limited to, social media & digital listening and monitoring, analytics and reporting, and social intelligence and predictive technology.

Our solutions include:

20/Twenty: 20/Twenty is the world’s most comprehensive social intelligence platform that helps marketers make better business decisions by collecting, augmenting and integrating social, online, offline and premium News with Dow Jones Factiva, on one easy-to-use platform.
Beacon: our proprietary predictive algorithm that allows brands to spot and predict crises, leads and queries.

For more information, visit: www.circussocial.com

About Vocanic

Vocanic, founded in 2005, is Asia’s leading business focused on Social Media. With capabilities in Strategy, Digital Solutions and Creative, Singapore headquartered Vocanic has offices in Bangkok, Kuala Lumpur, and Jakarta. Operating under the GroupM umbrella, Vocanic can roll out regional programs with on the ground support for each major market.

VOCANIC supports clients to develop and implement strategies that deliver measurable business benefits. Offering services in Social Media Asset Management, Social CRM and Social Media Crisis Management, VOCANIC develops custom branded content designed especially for the social era.

For more information, visit: www.vocanic.com

Custom Applications

custom-applicationsHaving designed, built and deployed many 100s of online activations we have the design know how and technical expertise to ensure your programs get the best possible results.

Vocanic’s software developers can build custom social and socially connected applications to help deliver your business objectives.

Scalable and designed to meet stringent quality, reliability and security requirements of blue chip clients, Vocanic’s applications can integrate in real time with your internal systems if needed.

Platform Technologies

vsocialVSOCIAL – The Enterprise Social Media Control Centre

Vocanic’s proprietary VSOCIAL is an enterprise strength Social Media Control Centre, it allows your brand to
-          manage your brand’s conversation with its audience
-          acquire, analyse and use Social Profile Data

Managing Your Brand’s Conversations
VSOCIAL manages all your social presences (eg Facebook pages, Twitter etc)  by bringing all fan-to-brand conversations into a single, easy to use and manage conversation stream.

VSOCIAL builds a data warehouse of the conversation, giving brands the security of “owning” the conversation history rather than leaving it scattered and fragmented on other platforms and with external 3rd parties (in the case of outsourced community management).

Community Management & Social Customer Support
With VSOCIAL, individuals and teams can work together to manage the conversation stream, drafting and posting responses, assigning queries to subject matter experts and managing a conversation from creation to closure.

All interactions are time stamped and tracked with an audit trail for full reporting and analytics.  This allows line managers to monitor at both brand level and at individual community manager and customer service operator.

Reporting tools reveal the performance to ensure that brands can manage the achievement of agreed SLAs such as time to first response and time to closure.

For content creators, VSOCIAL allows the management of a content calendar from creation to post in real-time, status updates, photos, links, and videos.

Acquire, analyse and use Social Profile Data
Over 1 billion people have created profiles on Social Media.  They populate these profiles with detailed (and mostly truthful) information about themselves and keep this up-to-date by updating their profiles frequently, often daily. This profile information is a vast & rich resource available to marketers to know the people that make up their market to a depth never previously possible.

Vocanic’s Social Applications (and 3rd party apps via an API) acquire permission from a user to allow the Social Media site to transfer to VSOCIAL that persons social profile and related data.

VSOCIAL captures that information, structures it for analysis and stores its safely in its Data Warehouse.

This Data Warehouse is then presented via the Social & Behavioural Profile Insights tool in VSOCIAL.

Social Profile and Behaviour Insights
VSOCIAL provides simple to use analytical tools that provide you unique and valuable insights on the social profile and behaviour of your fan base & customers, simply put the Social Graph data of the people that are most important to your brand.

VSOCIAL Social & Behaviour insights offers you the opportunity to know each fan, or customer both as an individual level, and aggregated to a segment, brand and company level

-          who they are
-          their contact information
-          what they like
-          who they know
-          what they watch and listen to
-          where they go/frequent
-          the level and frequency of engagement with your brand
-          what portfolio of your brands do they engage with
-          etc

Mission Control

missioncontrolWith the increasing movement to real time marketing, real time information display is becoming more important. Mission Control puts all your key real-time information up on display, including:
-          Inbound conversation statistics and their handling
-          Post engagement and reach
-          Geographic distribution
-          Conversation Ticker
-          Conversation Themes

Social CRM & Social Loyalty

Social-CRM-&-Social-LoyaltyEither through a traditional CRM system or through a Loyalty system, many brands have transactional information about their customers; and are able to reward customers, but only based on a single behaviour–purchase.

VSOCIAL can be integrated to these traditional systems allowing the brand’s data about a customer to be integrated with their social profile and behavioural data.  This opens a world of possibilities such as:
-          Identifying groups of people with similar Social and behavioural profiles to be analysed from a product purchase perspective
-          Identifying customer segments (eg frequent purchasers, high value groups, people due for re-contract/renewal) to be analysed from a social and behavioural profile perspective

Further Vocanic can build/extend a loyalty program into Social allowing new opportunities such as:
-          Loyalty membership acquisition through social
-          Reward additional valuable behaviour (participation, recommendation, Socialised MGM, physical attendance (see OFR)  etc)
-          More convenient access and management of rewards/redemption

Single Social Sign On

singlesocialsignonVocanic’s Single Social Sign On is a technology layer that allows a brand’s web presence (eg websites and microsites) to be integrated with their Social Media, and to offer more convenient registration and “log-in” using their social media credentials.

Web visitors can be
-          Acquired as fans and their data populated into VSOCIAL
-          Known as individuals rather than just by machine, OS and browser type
-          Shown personalised content based on their social profile data

O>F>R

QFROffline Fan Recognition solves the problem of connecting the people your brand interacts with online in Social with the people that turn up at your events and at your retail locations.

Using any of a number of identification tokens such as
-          QR Codes
-          RFID
-          NFC

OFR connects their identification token with their Social Identity and then provides the technology (scanners, RFID/NFC tap stations) to recognise them at your physical location.

Engagement stations can then be deployed to capture content such as photos, videos etc, which is then automatically posted in real time to the person’s Social Profiles.

This extends the reach of your event/activation to the social circle of each of your attendees, and is presented as coming from them rather than from the brand’s page. With each participant, having on average between 200-500 friend,s your event and its key images and messages can now have significantly higher reach for little extra cost.

Social RSVP

social-RSVPSocial Media is the ideal venue for running the promotion and invitation of participants to an event.  It creates awareness and by making it easy for people to promote your event to their friends allows you to reach beyond the audience you already know.

Social RSVP is integrated with VSOCIAL allowing you to collect the Social Profile and Behavioural Data for those that respond, giving you the opportunity to screen and select those who receive the final invitation based on detailed information to allow you to ensure you have exactly the audience you want at the event.

Social RSVP integrates with O>F>R which will allow you to recognise and engage participants “on the ground” as well as in Social Media.

Groundswell – Influencer Identification
In every category there is a group of people who have an extraordinary ability to influence the opinion and behaviour of the market.  Often making up just 10% of the market, these people lead the remaining 90%. Not celebrities nor people who have influence because of their position, these people are simply influential consumers, and as such, their recommendations drive action because of the trust and reach they hold.

Vocanic’s Groundswell technology identifies these people in your fan base at scale, once identified we build a program designed to give them carefully crafts brand stories, activations and triggers for conversation.  By activating large numbers of these Influencers not only is the volume and reach amplified, it also increases the likelihood of any individual hearing consistent recommendations from multiple people … creating the “they say X” effect which can dramatically change opinion and drive action.

iDX

idxCrowdsourcing is an important opportunity for brands today; co-creating with your consumers is a powerful way to tap into their knowledge and creativity.

iDX supports crowdsourcing in many forms
-          for ideas
-          for graphic content
-          for video content

iDX is a flexible platform that provides the functionality to manage the whole crowdsourcing initiative
-          Submission (ideas, images, videos)
-          Monitoring (pre & post moderation is supported)
-          Member to member recruitment
-          Display
-          Voting
-          Analysis

VOC Survey

VOCNeed to quickly and cost effectively get insight on a specific topic, the VOC Survey platform allows you to easily deploy a survey to your audience and gather results.

The VOC Survey platform provides

-          An attractive and engaging experience for users

-          The Dynamic Multiple Choice Question Type

-          Comprehensive Deployment options

  • As a Facebook app
  • As a Survey Micorosite
  • As an app that runs inside Facebook’s Mobile App
  • As a mobile web application

 

The comprehensive and self sensing deployment technology used by the VOC Survey platform means that your participants can engage with you on their platform and environment of choice, allowing you to get higher response rates and input from the greatest spectrum of your consumers.

Dynamic Multiple Choice Question

A unique question type developed by Vocanic is a powerful tool allowing you to ask discovery oriented questions

-          Who

-          What

-          Where

-          When

-          Why

-          How

The dMCQ simultaneously and automatically gathers new ideas from the participants and tests them to get quantitative score of the relative appeal of each of the new ideas.  Simply put, it combines the qualitative discovery you would get from an focus group with the testing from a quantitative study in a single step.

Users are presented with a selection of 7 ideas drawn by the sampling algorithm from the ideas pool, they can select (to determine popularity) and rank (to determine importance).  Additionally they can enter their own ideas in response to the question, which, after moderation, is added to the ideas pool to be sampled out to other participants for testing.

 

Engagement

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Community

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Often under-valued, the Community Management function is the voice of your brand in Social Media. Their output is seen by huge numbers of your fans and their friends, and this needs to be planned and managed in real time to keep up with the expectations of response from consumers. Vocanic’s team of experienced community managers draw on continually evolving best practises to ensure that your Brand earns reach and positive reaction from its audience.

Community Management

community-managementThrough the reach of Social Media, what the Community Managers do often has equivalent reach of a traditional ATL campaign – they truly are the voice of your brand.  Often undervalued as a success ingredient to Social Media, good Community Management is, in reality, key.

Proactive, engagement Community Management
With the wealth of data and insights available for each post/tweet, community management has become as much science as it is art.  Good community management drives engagement and conversation, developing relationship, altering and refining perception and creating affinity for the brand.

Our team of dynamic community managers are responsible for creating and actively managing content calendars in collaboration with your brand team.  They also gathering insights & performance data to guide the evolution of the content strategy to keep it current with the ever changing trends in Social.

Re-active, response Community Management
72% of people who get prompt response in Social Media are likely to recommend that brand to their friends, only 19% will recommend if they are ignored.

Increasingly consumers turn to Social Media to ask questions, give suggestions, and to complain or compliment.  Many companies are seeing a decline in their traditional call centre volume whilst seeing a huge increase in interaction on the Social Media Properties.

This makes it imperative that brands perform well in this field.

Our team can provide first line response to fans with questions and manage the escalation of questions and sourcing of answers from your organisation.  We have technology, processes and management to allow your brand to create a positive impression from each interaction in Social. During business hours, extended hours or even 24/7.

Analytics

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    Selecting Listening Platforms There are many 3rd party tools available that provide the technology e ...

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    Using the selected tool(s), data gathering harvests the relevant conversations, and brings them into ...

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Fusing knowledge of the technology involved with the business objectives sought, Vocanic’s Social Media Listening and Analytics team keep an watchful eye on your page, your competitors and on the conversation happening about your brand and category. They work with you to define the reports and analytics that will provide you with the best possible “finger on the pulse” of your conusmers.

Listening Platforms

listening-platformsSelecting Listening Platforms
There are many 3rd party tools available that provide the technology enablement for listening.

Each of these tools has strengths and weaknesses in terms of:
-          Coverage of sources (especially local and regional)
-          Language capabilities
-          Geo-sensing capabilities
-          Analytical Capabilities

Each of these tools has different pricing models that radically affect their cost.

Vocanic will work with you to understand the business needs for social media listening and analytics and map the requirements onto the capabilities of each tools. From this we can then recommend the best tool or set of tool to meet that businesses need.

Next, we set up and configure the tools so that they find the relevant conversations, for your chosen market, category and competitor set.  This involves the initial setup and an ongoing refresh to update them as your brand & competitors launch new products and campaigns.

Once properly set up the data gathering, analysis & reporting can happen, distilling the raw data into actionable insights that can power your brand and close the feedback loop for your Social Media activities

Data Gathering, Analysis & Reporting

Analysis-&-ReportingUsing the selected tool(s), data gathering harvests the relevant conversations, and brings them into the analytical environment.  Here Vocanic’s team of experienced professionals look at the data from the point of view of completeness and data quality. Next, it is manually processed for sentiment and the analytics process then distils the data into insight, extracting the salient points, key themes and developing recommendations.

Depending on volume and time-criticality, this process can be executed on a daily, weekly, monthly or quarterly frequency.

Social Media Crisis Monitoring

Social-Media-Crisis-MonitoringA Social Media Crisis can happen at any time, and unfortunately are increasing in frequency.  Brands and businesses can be caught off guard, without the knowledge and internal processes to manage the issue properly.  This leaves the brand exposed to significant reputation damage and risk.

A Social Media Crisis can appear as a simple comment, photo or video on any Social Media platform, and can quickly escalate into a Social Media Crisis which could have been averted or mitigated if spotted early and managed properly.

It is therefore critical for a brand to have both the monitoring and standard operating processes in place to quickly identify and mange issues that have the potential to develop into crisis.

Vocanic’s methodology and approach looks at issues and scores them from multiple perspectives such as velocity, trajectory and contagion to allow for an effective Social Media Crisis prevention procedure to be triggered in order to minimise the potential negative impact on the brand and business.

Processed through a seamless collaboration between our analytics team and community management team – because of their daily interaction with fans – we are thus able to efficiently pick out trends, topics, keywords and more that help us pick out potential threats.